Member Analytics | Gameball Help Center

Platform	Plan
Shopify	All
Salla	All
Non-Platform	All

Intro

Understanding your customer base is the foundation of making informed, data-driven decisions. The Member Analytics section in Gameball offers a comprehensive view of your enrolled customers, enabling you to track growth, engagement, and overall participation in your loyalty program.

Overview Metrics

Enrolled Members	The total number of customers currently enrolled in your Gameball loyalty program. Calculation: Included customers only: Counts unique customers who are currently enrolled in the program. Not affected by time filters — always shows the real-time total. Affected by tag/segment filters: Adjusts based on any applied filters (e.g., VIP Tier, Holiday2025). Excludes: Deleted, opted-out, or excluded customers.
Excluded Members	The total number of customers currently excluded from the program is "profile marked as inactive" in your Gameball account. Calculation: Excluded customers only: Counts all customers currently "excluded" from the program. Not affected by time filters — always shows the current count. Affected by tag/segment filters: Adjusts based on any applied filters (e.g., VIP Tier, Holiday2025).
New Members	The number of new customers who joined your program during the selected time range. Calculation: Join date first: Based on the customer's "join date," if available. Fallback: If the join date is missing, use the customer's creation date in Gameball. Impacted by time filters: Only counts members who joined within the selected date range. Affected by tag/segment filters: Adjusts based on any applied filters.
Member Growth	A line chart that visualizes new customer acquisition over time. Calculation: New members: Based on “join date”; if missing, falls back to creation date in Gameball. Impacted by time filters: Reflects the selected date range. Affected by tag/segment filters.
Tier Distribution	The breakdown of enrolled members across different loyalty tiers in your program — for example, Bronze, Silver, Gold, etc. Calculation: Count of members grouped by current tier (based on most recent status). Not affected by time filters — always shows the current count. Affected by tag/segment filters: Will adjust if filters are applied.

Engagement Metrics

Engagement Rate	A line chart showing the percentage of enrolled members actively engaging with your loyalty program over time, based on the selected date range. Calculation: Active members: Number of unique customers who did any of the following: Ordered Redeemed points Interacted with the widget Did an event Total Enrolled Members: Counts unique customers who are currently enrolled in the program. Impacted by time filters — shows trends over the selected period. Affected by tag/segment filters.
Engaged Customers	A line chart showing the number of unique customers who engaged with your loyalty program during the selected timeframe. Calculation: Counts unique customers who performed any of the following actions during the selected date range: Order/transaction Redeemed points Interacted with the widget Did an event Impacted by time filters — shows trends over the selected period. Affected by tag/segment filters.
Interactions	A line chart showing the number of total interactions with your loyalty program during the selected timeframe, broken down by type. Calculation: Counts the total number of times customers performed any of the following actions during the selected date range: Ordered Redeemed points Interacted with the widget Did an event Impacted by time filters — shows trends over the selected period. Affected by tag/segment filters.

Retention Metrics

Retention Rate	The percentage of returning customers — those who placed an order in the current period and also placed an order in the previous equivalent period. Calculation: A Returning Customer is any customer who: Placed at least one order in the current period (week or month), and Also placed at least one order in the previous equivalent period (the week or month immediately before). Examples: In a monthly view, a returning customer is someone who ordered this month and last month. In a weekly view, a returning customer is someone who ordered this week and last week. Impacted by time filters : If you select a custom time range (e.g., last 3 months) and break the graph weekly, the retention calculation is done period-by-period: The graph shows retention for each week within the selected time range. Each week's retention compares customers who ordered that week to those who ordered in the previous week. Affected by tag/segment filters.
Customers who placed orders	Shows the average number of unique customers per day who placed at least one order, with results broken down weekly or monthly. Calculation: Weekly Breakdown: For each day of the week (Sunday → Saturday), count the unique customers who placed at least one order that day. Sum these daily counts for the week. Divide the sum by 7 to get the weekly average of daily unique ordering customers. Monthly Breakdown: For each day of the month, count the unique customers who placed at least one order. Sum these daily counts for the month. Divide the sum by the total number of days in the month to get the monthly average of daily unique ordering customers. Impacted by time filters — shows trends over the selected period. Affected by tag/segment filters.
Retention cohort	Categorizes customers into Non-Redeemers, One-Time Redeemers, and Frequent Redeemers to help you understand long-term customer behavior and loyalty trends. Calculation: Identify cohort members: Select all unique customers who placed at least one order in the last 6 months. Assign cohorts: Group each customer into a monthly cohort based on the month of their first purchase. Track retention per cohort: For each subsequent month, calculate: Not affected by time filters — always shows the real-time total. Affected by tag/segment filters.